Sr. Data Analyst, Customer Experience

About the Role:

Aura is looking for a Senior Data Analyst, Customer Experience (CX) with strong analytical skills to partner with our CX leadership team and scale our growth. This role is central to leading business analytics that support all functions across the CX organization from Voice of Customer (VoC), operational measurement, training & performance, to AI automation. In addition to establishing and scoping analytics requirements, this role will partner with several business leaders to provide value-adding analysis & reporting, meaningful proactive insights & recommendations, and KPIs to help guide the business.

Responsibilities:

• Be a data-driven subject matter expert (SME) embedded in all parts of the CX organization

• Build a strong partnership with business and cross-functional stakeholders to provide operational / actionable insights to improve business KPIs with a focus on the growth of the business

• Lead the ongoing development and support of enterprise-level reporting, dashboards, and scorecards

• Contribute to CX strategy formation by providing meaningful insights and guidance on critical business decisions through detailed data analyses such as VoC

• Partner with Product & Engineering teams to design tests (A/B, multivariate, etc.); track & measure the results, and analyze the results to quantify the impact on the business

• Manage the reporting process, delivery of results, and variance explanations

• Key project tracking and analysis; KPIs and other metrics tracked in a standardized format

• Meet with cross-functional partners regularly to identify gaps and opportunities to evolve and define, codify, and build new processes and programs

• Become an expert in translating stakeholder needs into specific analyses, metrics, or reports that yield actionable insights

• Effectively communicate findings and data insights to your stakeholders with a point of view and desire to enable your teams to make a data-driven decision

Qualifications:

• Bachelor’s degree in Business Analytics, Data Science, Applied Mathematics, Statistics, Computer Science, Economics, or a similar field of study

• 4+ years of relevant experience in strategy & operations or advanced analytics

• Experience working with large datasets; Experience with running AB testing, regressions, and forecasting is a plus

• Expert in SQL; Experience in Python or R is a plus

• Expert in data visualization; Experience in Tableau is a plus

• Exceptional analytical modeling and business problem-solving skills to structure complex questions and propose innovative solutions

• Outstanding data management / analyses capabilities with attention to detail and accuracy

• Proven track record of autonomy, prioritization of deliverables, and influencing decisions with data-driven analyses

• Exceptional communications skills – written, verbal, and listening

• Ability to work collaboratively as part of a team and able to manage the needs of multiple stakeholders

• High-energy, team-first, positive attitude

Aura is committed to offering a generous package to support our employees in all aspects of their life in and out of work. Our packages offer competitive pay, generous health and wellness benefits, retirement savings plans, parental leave and much more! Pay range for this position is $110,000-150,000, but may vary depending on job-related knowledge, skills, experience and location.

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